Professional Documents
Culture Documents
Presented by:
Adam Berger, Justin Buchman,
Donald Chase & Suzana Hsu
THE FRAPPUCCINOS
Presentation Outline
Introduction to Starbucks
Industry Overview
Company Overview
Site Analysis
Recommendations for Improvement
Focused Recommendation for Improvement
Final Action Plan
Impact Analysis
Wrap Up
The Frappuccinos
Introduction to Starbucks
Company started in 1971 in Seattle,
Washington
Grew from 55 stores in 1989 to over 2,200
stores today
Products sold include:
- beverages - pastries
- whole coffee beans - coffee-related retail items
The Frappuccinos
Industry Overview
The Frappuccinos
Industry Definition
Specialty Eatery Industry
– Fits within the largest segment of disposable
income spending -- food and beverages
– Steady growth in this segment in the 1990’s has
led to an abundant number of new companies
– As demand for convenience has made eating
out a normal routine, the demand for specialty
food services has increased in recent years
The Frappuccinos
Industry and Competitive
Analysis
Market Structure
– Monopolistic Competition
Competitive Activity
– Many companies are in the market and competition is fierce
– Competitors use location, product mix, and store atmosphere
differentiation to establish market niche
Industry Costs and Capital Structure
– Low to moderate costs for each location
– Major start-up expenditures are property and equipment
– Major operating costs are labor and cost of sales
The Frappuccinos
Industry PEST Analysis
Political Influences
– Relationships between coffee producing nations and US
– State & Local government controls
Economic Influences
– Constant demand for food and beverages
– Changes in disposable income could influence purchase levels
Social Influences
– Consumer preferences could shift from coffee to other beverages
Technological Influences
– Use of technology can improve operational efficiencies
The Frappuccinos
Company Overview
The Frappuccinos
Starbucks Corporate Strategy
Maximize market penetration
Provide a relaxing, attractive social
atmosphere
Offer high-quality products
Achieve profitability
The Frappuccinos
Starbucks SWOT Analysis
Strengths
– Largest market share in industry
– Differentiated atmosphere
Weaknesses
– Aggressive expansion could lead to managerial / financial problems
Opportunities
– Whole bean sales in supermarkets
Threats
– Lack of ownership of coffee farms can lead to price fluctuations
The Frappuccinos
Company Financial
Performance (1998 FY)
Revenues $1,308.7 million (% of Sales)
Gross Margin 195.7 million 15%
Pre-tax Profit Margin 116.4 million 8.9%
Net Income 68.4 million 5.2%
Return-on-Assets 8.7%
Return-on-Equity 11.0%
Debt-to-Equity 0.04
12 mo. Revenue Growth 28.4%
The Frappuccinos
Company Financial
Performance (1998 FY)
30%
25%
20%
15%
10%
5%
0%
-5%
-10%
Net Profit ROE ROA Debt/Equ 12-Mo Rev
Margin Growth
Industry Starbucks
The Frappuccinos
Site Analysis
The Frappuccinos
Site Characteristics
Leased store located on Central Street in Wellesley
Store has over 1,000 square feet of retail space and
1,000 square feet of office and storage space in the
basement
Second most profitable store in the fourteen store
region
Located one block away from Commuter Rail train
station and in busy retail shopping area
Only one direct competitor (Au Bon Pain) in the area
The Frappuccinos
Site’s Operational Results
(1998 FYTD – 11 Months)
Financial Operations
1998 1997 %
Total Sales $760,576 $796,688 (4.5%)
COGS 242,593 262, 945 (7.7%)
C/M 517,983 533,743 (3.0%)
Fixed Exp. 367,746 431,923 (14.9%)
EBIT $150,237 $101,820 47.6%
The Frappuccinos
Volume of Sales vs. Contribution Margin %
$300,000 100.0%
90.0%
$250,000
80.0%
70.0%
$200,000
60.0%
$150,000 50.0%
40.0%
$100,000
30.0%
20.0%
$50,000
10.0%
$0 0.0%
Espresso Whole Drip Coffee Pastries Blended Other Serveware Packaged Media Brewing
Drinks Beans Beverages Beverages Food/Tea Equipment
The Frappuccinos
Dollar Volume Sold Product Contribution Margin %
Site 7-S Analysis
The Frappuccinos
Site 7-S Analysis
Strategy
– Store’s strategy is to create a comfortable Third
Place environment
– Serve customer a customized high-quality product
– Achieve high level of profitability by focusing on
high-margin items while generating add-on sales
– Minimize overall expenses by focusing on
controllable expenses
The Frappuccinos
Site 7-S Analysis
Structure S to re M a n a g e r
– Functional in structure
and relatively flat
A s s is t a n t M a n a g e r
– Corporate organization
is tall with four levels
of management above S h ift S u p e r v is o r s
store management
B a r is t a s B a r is t a s B a r is t a s
The Frappuccinos
Site 7-S Analysis
Staffing
– Location has one manager, an assistant manager and 16
partners
– Benefits package includes health, dental, and vision care,
stock options, free shift drinks, and a free pound of
coffee each week
– Raises are based on semi-annual performance
evaluations with raises ranging from 0-5%
– Bonuses are not utilized, but the location has given away
non monetary rewards
The Frappuccinos
Site 7-S Analysis
Systems
– Corporate headquarters exercises controls over
individual sites
– Total Quality Management is specifically built into
their processes
– Utilizes a large amount of information technology
(IT)
– Internal controls for the store are determined by
the manager based in part on information
provided by the IT system
The Frappuccinos
The use of IT at Starbucks
Sales, Inventory,
Inventory, Individual Individual Orders,
Staffing Stores Stores Transfers
Sales,
Inventory, Individual
Corporate IT Vendors,
Orders, Budgets,
Staffing Stores System Distributors,
Future Sales
Mgmt.,
Channel
Members
The Frappuccinos
Site 7-S Analysis
Skills
– Most important skills include “people skills” and
drink preparation ability
– Partners receive training to learn about products,
brewing methods, and sales techniques
– Retraining mainly occurs during new product roll-
outs, although this site does not use regular
meetings, but instead one-to-one discourse
The Frappuccinos
Order Cycle Times
Yes
.53 Min
Yes
Pastry?
No
Take .53 Min
Bottleneck
Customer’s
Order?
Order
Yes
.40 Min
No
Pastry?
No
.27 Min
Bottleneck Capacity 114 / Hr
The Frappuccinos
Site 7-S Analysis
Style
– Basic management style is Laissez Faire
– Management motivates through reviews and
raises
– Work duties are assigned by shift supervisors
– Employees are allowed to use initiative and
empowered to make decisions
The Frappuccinos
Site 7-S Analysis
Shared Values (from Mission Statement)
– Provide a great work environment
– Treat each other with respect and dignity
– Embrace diversity
– Apply the highest quality standards for products
– Develop enthusiastically satisfied customers
– Contribute to the community and environment
– Recognize that profitability is essential to future
success
The Frappuccinos
Alignment of Store with
Corporate Strategy
Contrary to the mission statement focus, the
reduction of staffing levels appears to be more
important than developing satisfied customers
The relevance of the benefits package is
misaligned considering the average age of
employees
The high turnover rate of partners and managers
is detrimental to customer environment
The Frappuccinos
Recommendations
The Frappuccinos
Recommendations For
Improvement
1. Revamp the employee reward system
The Frappuccinos
Revamp Employee Reward
System
Large percentage of the staff are under the
age of twenty
Benefits package focuses on medical,
dental, and vision care, as well as the
employee stock options
Outside of hourly wage, and semiannual
raises, there are few monetary rewards
The Frappuccinos
Improve “Third Place”
Environment
Site has a very high employee turnover rate
Manager “promoted” to a another store in
hopes of improving their poor performance
Site has very poor handicapped accessibility
The Frappuccinos
Focus Profitability Measures
on More Than Just Staffing
Store is underperforming on some high margin
product segments
Too high a focus on minimizing direct labor as
a key to achieve profitability
Focus on high-margin items and profitable
add-on sales
By increasing pastry sales by 33%, store
would realize a $16K increase in contribution
The Frappuccinos
Focused Recommendation
The Frappuccinos
Pros and Cons of Discounted
Opportunities
Revamp the Employee Reward System
Pros Cons
– Employees are motivated – Pay and benefit structures
with more incentive to dictated by corporate HQ
perform – Cost of benefits would
– Lower employee turnover additional benefits lower
rates site profitability
– Positive reinforcement – New reward system requires
which leads to higher additional management
feelings of job satisfaction
The Frappuccinos
Pros and Cons of Discounted
Opportunities (Cont.)
Focus Profitability Measures on More Than Just Staffing
Pros Cons
– Higher staffing levels – Staffing is a cost that will
benefit other employees decrease profitability
– Better customer service – Upper-level management
– Improved customer perception of low
focus could lead to employee productivity
higher sales – Employees may get in
each other’s way
The Frappuccinos
Three-Step Action Plan For
Improvement
Decrease employee turnover rate
– Focus on hiring older employees where benefits
package is more appropriate
– Base raises on performance rather than
maximizing raises for economic reasons
– Develop and actively maintain a reward system
for employees (i.e. employee of the month)
– Develop a system of regular employee
communications / meetings
The Frappuccinos
Action Plan (cont.)
Improve site accessibility and cleanliness
– Upgrade front door and restrooms for
handicapped accessibility
– Add a baby changing station
– Redesign restroom to separate cleaning supplies
from bathroom or move cleaning supplies to
another location
– Focus employee attention on restroom
cleanliness
The Frappuccinos
Action Plan (cont.)
Enhance Starbuck’s differentiated
atmosphere
– Utilize entertainment budget to hire outside
entertainers, have book / poetry readings, etc.
– Display the store’s collection of games and
activities more prominently
– Make the location more of a “scene”
The Frappuccinos
Impact Analysis - Benefits
By focusing on the initial recruitment and
hiring stage, and by rewarding employees
based on merit current turnover rates will be
reduced.
By focusing on site accessibility and
cleanliness, the physical facility will not
detract from atmosphere.
By improving Starbucks’ atmosphere, it will
become a more attractive place to go.
The Frappuccinos
Potential Risks
Customers may not react positively to the
changes being made
Not enough available employees to meet re-
aligned hiring needs
Claims of age discrimination and negative
affect on sales in youth demographic
Costs associated with planned change
The Frappuccinos
Wrap-Up
Starbucks is the market leader in a growing
market segment
Starbucks is known world-wide for its high-
quality food products and differentiated
“Third Place” atmosphere
The Wellesley location embodies the ideals
of the corporate mission and has been very
profitable, but there are still opportunities for
improvement
The Frappuccinos
Conclusion / Questions
The Frappuccinos